Enterprise Customer Success Manager

1 day ago Be among the first 25 applicants Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include the world’s leading public cloud and silicon providers and industry leaders in many sectors. The company is a pioneer of global distributed collaboration, with 1200+ colleagues in 75+ countries and very few office‑based roles. Teams meet two to four times yearly in person in interesting locations around the world to align on strategy and execution. The company is founder‑led, profitable, and growing. Enterprise Customer Success Manager at Canonical Customer success is a new and strategic department at Canonical, aimed at reducing risk and churn, facilitating the adoption of new products or services, and supporting expansion within existing accounts. Customer Success Managers (CSM) develop trust with their assigned customers and provide the best possible experience navigating Canonical’s vast offering. By understanding their customers’ objectives, the CSM aligns expectations, suggests additional services or product capacity to increase loyalty, alleviates pain points, and delivers an appropriate collaboration roadmap. Mass – SMEs or large businesses starting their journey with Canonical Focus – Large companies with established ARR Step Growth – a selection of high‑potential customers All CSMs contribute to business support at the company level for all remaining, not‑yet‑assigned customers (Tech segment), including our Store customers. Location: This role will be based remotely. What your day will look like Onboard new customers and introduce them to our products and support processes. Products include: Ubuntu Pro, MAAS, Landscape, OpenStack, Ceph, Kubernetes, data applications and many more. Elaborate and coordinate complex projects in interaction with developers, IT managers, and decision makers from various industries. Collaborate with Sales, Field Engineering, and Support in developing and delivering engagement plans that fulfill the customer’s objectives. Manage a portfolio of customers in a specific geographic region and identify growth opportunities or renewal risks in coordination with Sales. Experience running a disciplined, weekly customer and business review process with cross‑functional teams, identifying and prioritizing blockers, and driving resolution through corporate product and engineering teams. Serve as a customer advocate internally and influence Canonical product roadmaps, websites, documentation, processes and people to improve customer satisfaction and retention. Support customers through reactive ticket requests. Create campaigns targeting multiple customers through digital touch‑points and activities. What we are looking for in you Minimum 5 years of work experience related to IT with exposure to projects involving at least one of: Linux OS, data applications, storage, cloud computing, networking, security, migration, IoT. Excellent presentation skills with the ability to guide conversations about complex software. Experience building and improving internal processes while maintaining timely delivery to customer‑related projects. Ability to work as a team player interacting with all departments and at all levels, both internally and externally. Knowledge of agile methodologies. Proficiency (written and spoken) in Spanish and Portuguese, alongside an excellent command of English, is strongly appreciated. Additional skills that you might also bring Experience with Salesforce, Jira and CRMs is a big plus. What we offer colleagues Distributed work environment with twice‑yearly team sprints in person. Personal learning and development budget of USD 2,000 per year. Annual compensation review. Recognition rewards. Annual holiday leave. Maternity and paternity leave. Team Member Assistance Program & Wellness Platform. Opportunity to travel to new locations to meet colleagues. Priority Pass and travel upgrades for long‑haul company events. Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open‑source projects and the platform for AI, IoT, and the cloud, we are changing the world of software. We recruit globally and set a very high standard for people joining the company. Most colleagues at Canonical have worked from home since our inception in 2004. Working here is a step into the future and will challenge you to think differently, work smarter, learn new skills, and raise your game. Canonical is an equal‑opportunity employer. We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration. #J-18808-Ljbffr